Any Americans around?

[hardheadedwoman]

Hi

I am a named beneficiary of a USA MetLife life insurance policy, although I live in the UK. It was for a US citizen who recently passed away. In August I submitted a claim form and all the necessary documents including death certificate.

I have heard nothing from MetLife - I’ve called them 5 times and they tel me they have everything they need in terms of documents to process the claim but say there is a backlog. This has gone on for so many months I don’t know what to do next.

I found a consumer organisation called the Better Business Bureau which Handles complaints based on the State the business is in. New York). Nothing has come of me filing a complaint via BBB.

Any USA residents with advice on what I can do next to get the claim processed? Do you know if there is a USA version of trading standards? Does Consumer Reports offer any assistance?

TIA. Advice gratefully received.

Hi, I'm an American but can't help much unfortunately. As far as I know the BBB isn't actually very helpful - it's not a government entity and its rating system is based on whether the organisation is a BBB member. At the risk of sounding very stereotypically American, you may need to take them to court if they're refusing to pay out. Unfortunately I'm not sure what else you can do.

They should pay you within 60 days unless the policyholder died within 2 years of taking out the insurance, or died as the result of a homicide.

Have you tried the NY Dept of Financial Services?
myportal.dfs.ny.gov/web/guest-applications/consumer-complaint

Make the complaint there, and let Metlife know that you've made the complaint.

Ask what Metlife's complaints procedure is, and begin that procedure.

Let them know that they will owe you interest on the money they are delaying.

If necessary mention that you're going to talk to a lawyer next.

BTW I used to work for a MetLife competitor. Once you've put in a claim, they are required to document all calls with you. They are required to document all procedures they go through at their end to settle the claim. They are required to keep any internal memos they send about your claim. All of this is part of your claims file, which you have the right to see within 15 days of requesting it.

Thank you both that is very helpful

HoldMyLobster just wanted to say thank you v much for your advice. After I filed my complaint via the DFS in NY I have just been told by MetLife that they settled my claim and payment was mailed out on Friday. This is after months of nothing - brilliant! Thanks again

I'm really pleased to hear it :-)